Optimized predictive routing and methods

Abstract

The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and / or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and / or predicted profiles.

Description

CROSS-REFERENCE TO RELATED APPLICATION[0001]This application is a continuation of U.S. application Ser. No. 13 / 903,559 filed May 28, 2013, the entire contents of which is hereby incorporated here in its entirety by express reference thereto.TECHNICAL FILED[0002]The present disclosure generally relates to a method, apparatus, and system for routing customer communications, and more particularly to optimizing routing recommendations based on retrieved and / or predicted customer profiles and agent availability.BACKGROUND OF THE DISCLOSURE[0003]Call-routing ability and efficiency is important. The time it takes to connect a caller to an agent affects customer satisfaction and hence business image. Mistakes in routing, connecting callers for example to overloaded centers or to agents not prepared to help with the client's difficulty or desire, is troublesome.[0004]Automatic call distribution systems are known. Often an organization disseminates a single telephone number to its customers a...

AI Technical Summary

Benefits of technology

The patent describes a system that can help distribute customer tasks or communications to agents based on their profile and other factors. This system takes into consideration future customers and tries to improve customer satisfaction and contact center performance. Its technical effects include better routing of customer communications, increased customer satisfaction, and better performance of contact centers.

Problems solved by technology

Mistakes in routing, connecting callers for example to overloaded centers or to agents not prepared to help with the client's difficulty or desire, is troublesome.

In many cases, however, the first-in / first-out technique is not appropriate.

Utilizing a first-in / first-out technique in such a situation is inappropriate because a caller with a specific question related to a specific area may be routed to an agent not having specialized knowledge in that area.

Moreover, even within a group of generally equally skilled agents, there is performance variability that conventional routing techniques cannot account for without becoming inefficient.

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